Common use of Support Services Overview Clause in Contracts

Support Services Overview. If the Solution requires registration or activation, Customer is responsible for registering or activating Support Services for the Solution. Forward Networks’ obligation to provide Support Services is conditioned upon registration or activation, receipt of all amounts due and payable for the Solution, and Customer’s compliance with the Agreement and Documentation. Forward Networks currently offers Standard Support, which is defined below. This offering is included with all Solution subscriptions and terminates upon expiry of the applicable Subscription Term. Premium Support services may be purchased for a fee as outlined below. Standard Support This level of support provides access to Forward Networks’ Customer Care Team via the Forward Networks Customer Care Center (also known as “CCC”). The CCC is accessed via the Forward Networks support portal, located at xxxxx://xxxxxxxxxxxxxxx.xxx/support. The CCC provides access to technical support, development, and product management personnel. The CCC is the point of access for self-service technical support. Standard Support service is available from 6am to 5pm, Pacific Time, Monday through Friday, excluding U.S. public holidays. Target response times are in the response target matrix below. Premium Support Premium support provides 24-hour access to Forward Networks’ Customer Care Team via the CCC. Target response times are indicated according to the priority level of reported problems indicated in the response target matrix below. Reporting a Problem. Customer may use one of the following methods to report a support issue: • Online – xxxxx://xxxxxxxxxxxxxxx.xxx/support • Email – Send an email to xxxxxxx@xxxxxxxxxxxxxxx.xxx, including the information requested below. Customer’s email will be routed to Forward Networks’ support system and the request will be assigned a case ID. Case Notification: Customer will receive an automated notification immediately following a case creation activity. The notification will include the case ID, a summary of the inquiry and the priority level that has been assigned. Case notification will always be done via email to the email address of the Customer contact who created the case. Initial contact from the representative handling Customer’s case is based on priority and the target response time is listed in the response target matrix below.

Support Services Overview. If the Solution requires registration or activation, Customer is responsible for registering or activating Support Services for the Solution. Forward Networks’ obligation to provide Support Services is conditioned upon registration or activation, receipt of all amounts due and payable for the Solution, and Customer’s compliance with the Agreement and Documentation. Forward Networks currently offers Standard Support, which is defined below. This offering is included with all Solution subscriptions and terminates upon expiry of the applicable Subscription Term. Premium Support services may be purchased for a fee as outlined below. Standard Support This level of support provides access to Forward Networks’ Customer Care Team via the Forward Networks Customer Care Center (also known as “CCC”). The CCC is accessed via the Forward Networks support portal, located at xxxxx://xxxxxxxxxxxxxxx.xxx/support. The CCC provides access to technical support, development, and product management personnel. The CCC is the point of access for self-service technical support. Standard Support service is available from 6am to 5pm, Pacific Time, Monday through Friday, excluding U.S. public holidays. Target response times are in the priority and target response target time matrix below. Premium Support Premium support provides 24-hour access to Forward Networks’ Customer Care Team via the CCC. Target response times are indicated according to the priority level of reported problems indicated in the response target matrix Support Matrix below. Reporting a Problem. Customer may use one of the following methods to report a support issue: • Online – xxxxx://xxxxxxxxxxxxxxx.xxx/support • Email – Send an email to xxxxxxx@xxxxxxxxxxxxxxx.xxx, including the information requested below. Customer’s email will be routed to Forward Networks’ support system and the request will be assigned a case ID. Case Notification: Customer will receive an automated notification immediately following a case creation activity. The notification will include the case ID, a summary of the inquiry and the priority level that has been assigned. Case notification will always be done via email to the email address of the Customer contact who created the case. Initial contact from the representative handling Customer’s case is based on priority and the target response time is listed in the response target matrix below.

Support Services Overview. If the Solution requires registration or activation, Customer is responsible for registering or activating Support Services for the Solution. Forward Networks’ obligation to provide Support Services is conditioned upon registration or activation, receipt of all amounts due and payable for the Solution, and Customer’s compliance with the Agreement and Documentation. Forward Networks currently offers Standard Support, which is defined below. This offering is included with all Solution subscriptions and terminates upon expiry of the applicable Subscription Term. Premium Support services may be purchased for a fee as outlined below. Standard Support This level of support provides access to Forward Networks’ Customer Care Team via the Forward Networks Customer Care Center (also known as “CCC”). The CCC is accessed via the Forward Networks support portal, located at xxxxx://xxxxxxxxxxxxxxx.xxx/support. The CCC provides access to technical support, development, and product management personnel. The CCC is the point of access for self-service technical support. Standard Support service is available from 6am to 5pm, Pacific Time, Monday through Friday, excluding U.S. public holidays. Target response times are in the response target matrix below. Premium Support Premium support provides 24-hour access to Forward Networks’ Customer Care Team via the CCC. Target response times are indicated according to the priority level of reported problems indicated in the response target matrix below. Reporting a Problem. Customer may use one of the following methods to report a support issue: • Online – xxxxx://xxxxxxxxxxxxxxx.xxx/support • Email – Send an email to xxxxxxx@xxxxxxxxxxxxxxx.xxx, including the information requested below. Customer’s email will be routed to Forward Networks’ support system and the request will be assigned a case ID. Case Notification: Customer will receive an automated notification immediately following a case creation activity. The notification will include the case ID, a summary of the inquiry and the priority level that has been assigned. Case notification will always be done via email to the email address of the Customer contact who created the case. Initial contact from the representative handling Customer’s case is based on priority and the target response time is listed in the response target matrix below.